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Appendix A. Getting help, service, and information
If you need help, service, technical assistance, or just want more information about IBM products, you will
find a wide variety of sources available from IBM to assist you.
IBM maintains pages on the World Wide Web where you can get information about IBM products and
services and find the latest technical information.
Table 24 lists some of these pages.
Table 24. IBM Web sites for help, services, and information
www.ibm.com
www.ibm.com/servers/storage
www.ibm.com/servers/storage/support/
publib.boulder.ibm.com/tividd/td/tdprodlist.html#S
Services available and telephone numbers listed are subject to change without notice.
Service support
With the original purchase of the NAS Gateway 500 system, you have access to extensive support
coverage.
Hardware support
Expert technical-support representatives are available to assist you with questions you might have on the
following:
v Arranging for service
v Arranging for overnight shipment of customer-replaceable parts
The following services are available during the warranty period:
v Problem determination: Trained personnel are available to assist you with determining if you have a
problem and deciding what action is necessary to fix the problem.
v IBM hardware repair or replacement: If the problem is determined to be caused by IBM hardware
covered by warranty labor, trained service personnel are available to provide the applicable level of
service. If the problem is determined to be caused by IBM hardware covered by warranty parts only,
IBM service parts are available.
v Engineering change management: Occasionally, there might be changes that are required after a
product has been sold. IBM or your reseller, if authorized by IBM, will make Engineering Changes (ECs)
available that apply to your hardware.
Be sure to retain your proof of purchase to obtain warranty service.
A console is required for many service activities. The NAS Gateway 500 is "headless". Before you have
the NAS Gateway 500 serviced, be sure a console is available.
The following items are not covered:
v Replacement or use of non-IBM parts or nonwarranted IBM parts
Note: All warranted parts contain a 7-character identification in the format IBM FRU XXXXXXX.
v Identification of software problem sources
v Configuration of BIOS as part of an installation or upgrade
Main IBM home page
IBM Storage home page
IBM Support home page
IBM Tivoli documentation page
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